Domestic Customer Service Specialist -Cincinnati

Cincinnati, Ohio, United States DHL Global Forwarding, Freight req49282 09/11/2017
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Job Title: Domestic Customer Service Specialist
Job Location:Cincinnati

DHL Global Forwarding (“DGF”) manages the flow of goods and information across a customer’s global supply chain utilizing air/ocean/ground transportation, customs brokerage services, and dedicated warehousing/distribution centers. We are part of Deutsche Post DHL, the world’s leading logistics provider with operations in over 220 countries. Visit our career site on the web at www.dhl-usa.com/en/careers/jobs.html

Overall job purpose:

  • Acts as key contact for allocated customers
  • Accepts and processes orders for handover to Operations
  • Stays informed on shipment and exception status for allocated customers
  • Proactively informs customer on shipment status and exceptions
  • Provides spot quotations and performs up- and cross-selling on inbound customer calls
  • Passes on leads to Sales
  • Handles customer inquiries
  • Handles customer requests with regard to Go Green topics
  • Takes and handles any customer complaints; solves customer complaints or assigns tasks to other functions
  • Acts as first contact point for customer claims for notification and reception of claims and respective document collection

Main tasks & key responsibilities:

  • Develops relationship with allocated customers
  • Participates in joint Sales visits if necessary
  • Accepts all orders (from customer or overseas office) and processes them for handover to Operations
  • Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
  • Provides spot quotations and closes contract
  • Performs up- and cross-selling (inbound calls) for existing customers and passes on leads to Sales
  • Takes and handles customer inquiries, e.g. Track and Trace
  • Takes customer requests with regard to Go Green topics and informs Regional Go Green Head
  • Reviews reports (generated by the Performance Reporting & Exception Specialist) and sends them to the customer
  • Takes and registers all customer complaints
  • Drives solution of customer complaints by solving it directly or assigning tasks to other function
  • Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides DGF claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
  • Takes and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling)
  • Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates
  • Escalates issues, if required

Qualifications:

  • Good knowledge of forwarding business, DGF products (AFR/OFR) and business systems
  • Good knowledge of CS processes and systems
  • Ability to identify and meet customer needs in a pleasant and friendly manner
  • Excellent communication and interpersonal skills
  • Good telephone and E-mail skills
  • Commercial attitude
  • Good knowledge in English (verbal/written)

Reporting lines:

  • Customer Relation Team Leader

DHL Global Forwarding is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

Facts and Figures

  • Working Hours

    40

  • Business Unit

    DHL Global Forwarding US

  • Travel Required

    No Business Travel

  • Employment Type

    Permanent Full-Time

  • Work Permit Required

    No

  • Shift Requirement

    Day time only

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